Arrangement for indicating presence of individual

ABSTRACT

When an entity (such as a customer using a communication device  131, 141, 151  . . . ) attempts to communicate with a target (such as an employee), an arrangement indicates to the customer, “status” information describing at least the employee&#39;s present and future ability to communicate with the entity (such as by returning his call). At least one sensing device  111 - 119  is configured to provide sensing information concerning the target employee&#39;s status in response to an action of the target employee with respect to the sensing device. A monitoring server  102  is configured to receive the sensing information and to govern communication to the entity (customer) of the target&#39;s “status.” In one implementation, a particular sensing device (such as a cash register  111 , computer terminal  112 , or time clock  113 ) is configured to perform both (A) a primary function that is not related to providing the sensing information, and (B) the secondary function of providing the sensing information. In this implementation, the particular sensing device provides the sensing information in response to the person&#39;s ordinary use of the particular sensing device as he goes about his job (performing the particular sensing device&#39;s primary function), so that the person does not have to explicitly perform any purely presence-related action in order to cause the particular sensing device to communicate the sensing information.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. application Ser. No.10/730,587, filed Dec. 8, 2003, now U.S. Pat. No. 7,394,345, andentitled, “ARRANGEMENT FOR INDICATING PRESENCE OF INDIVIDUAL”,(currently allowed) which is incorporated herein by reference in itsentirety.

BACKGROUND OF THE INVENTION

1. Field of the Invention

The invention generally relates to arrangements for indicating thepresence of a “target” such as an individual. More particularly, theinvention relates to arrangements for communicating “status” informationdescribing at least the target's present and future ability tocommunicate with the entity (such as by returning a call).

2. Related Art

Businesses are always looking for ways to develop better rapport betweentheir employees and their customers, to improve overall customerservice. One way of achieving this rapport is to facilitate a customer'scommunication with a given employee. For example, a customer may wish toeasily communicate with a particular plumbing expert at a large hardwarestore on an ongoing basis. The customer's wish may result from apersonal trust, or may be based on the particular employees knowledge orexpertise.

Conventionally, businesses provide voicemail service so that customersmay attempt to reach their trusted employee. However, voicemail systemscannot provide the customer with a reliable indication of whether theemployee is in or is reachable in the near future. Moreover, a voicemailmessage may not be often checked or the employee may be on vacation,resulting in a delayed return call that causes the customer to bedissatisfied.

It is recognized that employees may be instructed to keep theirvoicemail greetings current so that callers will be warned of any delaysor absences. However, this instruction is not always followed because itrequires the employee to remember to do so. Moreover, employees may benegligent in checking voicemail, also causing delays that arefrustrating to customers who call. Human error or negligence can thus beresponsible for diminishing customer satisfaction.

A common alternative to voicemail systems is to have a customer's callforwarded to a central operator who can then explicitly page theemployee who is being called. However, this paging practices requireshuman intervention, and forces the calling customer to wait, regardlessof whether or not the employee responds to the page. Further, employmentof a live central operator increases personnel costs, a result that iscontrary to the intent of automated voicemail systems.

Various features have been proposed in the art. In reverse chronologicalorder by issue date or publication date:

U.S. Pat. No. 6,654,815 (Goss et al.) discloses a contact server for acall center in which customers use various communications technologiesto submit a call-back request via the Internet; however, Goss' call-backrequest arrangement does not appear to tell the customer whether thecalled employee is present or can call back soon.

U.S. Patent Application Publication No. 2003/0112956 (Brown et al.)discloses a system that automatically forwards calls to a backup partyselected in accordance with a context for the call; however, Brown'sarrangement does not appear to tell the caller whether the calledemployee is present or can call back soon.

U.S. Pat. No. 6,574,480 (Foladare et al.) discloses an arrangement forpaging an intelligently chosen destination device when a call or othercommunication is received, based on the identity of a customer and thereason for the communication; however, the Foladare's arrangement doesnot appear to inherently provide information back to the caller.

U.S. Patent Application Publication No. 2002/0145559 (Sullivan)discloses how a person's location may be tracked using a globalpositioning system (GPS) device; however, Sullivan's device does notsolve the larger problem of communicating information about the person'spresence to a calling customer.

Finally, U.S. Patent Application Publication No. 2002/0085701 (Parsonset al.) discloses a unified communication management system thatmaintains presence data relating to a person's location, and uses thatpresence data and context data to automatically forward calls from oneof the person's communication's devices to another or to anotherindividual. Parsons' paragraph [0036] focuses on manual and automaticways in which the person's location may be tracked. However, Parsons'arrangement does not appear to tell the caller whether the called personis present or can call back soon.

Accordingly, there is a need in the art for an arrangement that wouldallow customers to quickly and automatically receive a reliable, timelyand accurate indication of whether an employee is present at a giventime, and when the customer might expect the employee to call back.Preferably, the arrangement would provide this information withoutrequiring the affirmative action of the employee being sought, to removehuman error.

SUMMARY

When an entity (such as, for example, a customer) attempts tocommunicate with a target (such as an employee), an arrangementindicates to the entity, “status” information describing at least thetarget's present and future ability to communicate with the entity (suchas by returning his call). At least one sensing device is configured toprovide sensing information concerning the target's status in responseto an action of the target with respect to the sensing device. Amonitoring unit is configured to receive the sensing information and togovern communication of the target's “status” to the entity.

BRIEF DESCRIPTION OF THE DRAWINGS

A more complete appreciation of the described embodiments is betterunderstood by reference to the following Detailed Description consideredin connection with the accompanying drawings, in which like referencenumerals refer to identical or corresponding parts throughout, and inwhich:

FIG. 1A illustrates a first embodiment of a presence indicationarrangement, one involving a primary-rate interface (PRI) between apublic switched telephone network (PSTN) and a target site's privatebranch exchange (PBX);

FIG. 1B illustrates a second embodiment of a presence indicationarrangement, one involving an internet protocol (IP) interface betweenan outside network (such as the global Internet) and a target site's IPPBX; and

FIG. 2 is a flowchart illustrating an embodiment of a method forindicating the presence or absence of a target such as an individual, anembodiment that may be implemented on the architecture of FIGS. 1A and1B.

DETAILED DESCRIPTION

In describing embodiments illustrated in the drawings, specificterminology is employed for the sake of clarity. However, the inventionis not intended to be limited to the specific terminology so selected,and it is to be understood that each specific element includes alltechnical equivalents that operate in a similar manner to accomplish asimilar purpose. Various terms that are used in this specification areto be given their broadest reasonable interpretation when used tointerpret the claims.

Moreover, features and procedures whose implementations are well knownto those skilled in the art are omitted for brevity. For example,design, selection, and implementation of basic network elements andelectronic circuit elements such as interfaces, signal level shifters,buffers, logic elements, communications links, and the like, lie withinthe ability of those skilled in the art, and accordingly any detaileddiscussion thereof may be omitted. Likewise, the steps involved inmethods described herein may be readily implemented by those skilled inthe art without undue experimentation.

Further, various aspects, features and embodiments of the presenceindication arrangement may be described as a process that can bedepicted as a flowchart, a flow diagram, a structure diagram, or a blockdiagram. Although a flowchart may describe the operations as asequential process, many of the operations can be performed in parallel,concurrently, or in a different order than that described. Operationsnot needed or desired for a particular implementation may be omitted. Aprocess or steps thereof may correspond to a method, a function, aprocedure, a subroutine, a subprogram, and so forth, or any combinationthereof.

To be more easily readable, this disclosure refers to an “employee” whois the object of a “call” to an “enterprise” placed by a “customer” overa “telephone network.” However, it is to be understood that these termsare merely examples of broader envisioned concepts—a “target” whosestatus with respect to a “target site” or “target range” is indicated toan “outside entity” (or simply, “entity”) who interrogates over asuitable communications medium:

-   -   A “target” may be an individual person, a group or team of        people, one or more pieces of equipment, and so forth.    -   An “employee” need not be an employee in the strict definition        of the term in labor law, but may include independent        contractors, and so forth.    -   A “target site” may be an individual site or store, an entire        enterprise including multiple sites or stores, geographical or        logical areas, and so forth.

A “target range” may be the physical or logical range that a target mayinhabit and be contacted by an entity, and may coincide with the targetsite. A hardware store employee's “target range” would likely be theparticular hardware store at which he works where he would likely besought by a customer. A target range could also be defined as aparticular department in the store at which the employee works, or (fora district manager) the target range might be defined as a set of storesin his district.

-   -   An “outside entity” (or simply “entity”) may be, for example, a        customer of the target site, or some other person or entity that        requires information as to the status of the target with respect        to the target site or target range, such as whether the target        (employee) is presently at a given site (store).    -   A suitable communications medium may include one or a        combination of public switched telephone networks (PSTNs), a        cellular telephone or other mobile communications provider, a        local telephone exchange such as a private branch exchange        (PBX), a private internet, the global Internet, and so forth.

FIG. 1A illustrates a first embodiment of a presence indicationarrangement, one involving a primary-rate interface (PRI) between apublic switched telephone network (PSTN) and a target site's privatebranch exchange (PBX).

For the present discussion it is assumed that a customer desires tocontact an employee (“target”) at a store location or enterprisegenerally indicated as target site 100. The employee is presumed to havean area, called a target range 110, in which roam while he can becontacted by customers or at least indicate that he can be contacted. Inthe case of most hardware store employees, the target range 110 occupiessome or essentially all of a target site 100 because the employee mayconceivably roam anywhere in the store but still be contacted.

A customer using one of telephones 131, 141, 151, and so forth, can callinto a target site 100 through a variety of communications media.Assuming that the customer uses telephone technology to contact thetarget site, the communications media connect with a private telephonenetwork associated with the enterprise. The private telephone networkmay comprise a private branch exchange (PBX) 101A or centrex (a PBX withall switching occurring at a local telephone office instead of at theenterprise's site).

More generally, PBXs connect with other networks using a variety ofinterfaces, including analog, T1/PRI, E1/PRI, BRI, IP, ATM, xDSL, framerelay, and so forth. FIG. 1A illustrates the conventional PRI interfaceto a public switched telephone network (PSTN) 143. But as IP and voiceover IP become increasingly common, a new generation of PBX, dubbed IPPBX, has emerged. An IP PBX supports an IP interface so that calls canbe received and sent out over an IP network, such as the Internet. FIG.1B (described below) illustrates this IP interface between the IP PBXand the Internet.

Referring again to FIG. 1A, a customer may use telephone 131 to call inusing voice-over-Internet technology, using an Internet service provider(ISP) 132 to access the Internet 133. The Internet is connected via agateway 134 to public switched telephone network (PSTN) 143, which maybe connected to the target site 100's PBX via a conventionalprimary-rate interface (PRI) interface. As known to those in the art,PRI is a service designed for larger organizations that is generallytransmitted through a T-1 line (E1 line in Europe).

Alternatively, a customer may also use a telephone 141 to connect to thetarget site's PBX 101A through an end office 142 and the PSTN 143.

As yet another example, a customer may use a cellular phone or otherportable communications device 151 to connect to the PSTN 143 via acellular network 153 including a communications antenna 152. Such a callis routed through the PSTN 143 to the desired PBX 101A or equivalentdevice.

Customers or other outside entities may of course use devices other than131, 141, 151, and communication media other than 132/133/134, 142/143,and 152/153, in order to connect to the target site 100.

In the illustrated embodiment, the PBX 101A or equivalent device isconnected to a monitoring server 102 and to a messaging system 104 whichmay be a voice messaging system. The monitoring server 102 may be ageneral purpose computer or other suitable data processing apparatusthat is programmed in accordance with the principles and methodsdescribed herein.

The monitoring server 102 may be connected to communicate with andcontrol the messaging system 104. The messaging system 104 may begenerally conventional in design, although features may be programmed oradded to it in accordance with the present disclosure. For example, thevoice messaging system may have messages stored therein which aresummoned (sent to the customer) from within the messaging system itselfor under control of monitoring server 102. Alternatively oradditionally, messages may be stored within the monitoring server 102 ordatabase 105, and sent out through the PBX or IP PBX, either directly orusing the messaging system as a conduit. Messages may be pre-recorded,or they may be stored as text and fed to a voice synthesizer or otherconverter before being sent to the customer.

Monitoring server 102 is also connected to a database storage medium105. For simplicity, the database itself may be referred to herein aselement 105. Briefly, database 105 contains information related to atleast one employee that defines at least the “status” (e.g., presence,absence) of that target (e.g., employee) with reference to his targetrange 110 and target site (e.g., store) 100. Preferably, the “status”does not merely involve a bare indication of an target employee'spresence or absence, but also involves other useful information thatgive the customer an indication of why the target employee isunavailable and when the customer may expect his call to be returned.

In a particular embodiment in which target site 100 is an enterprisesuch as a retail establishment, database 105 contains a set of target(employee) identifiers that uniquely identify the targets (employees)that outside entities (e.g., customers of the enterprise) may desire tocontact. Associated with each target identifier (employee identifier) issuch information as:

-   -   an indication of the employee's presence or absence    -   a summary of the employee's general work schedule (for example,        weekdays noon through 8:00 p.m.)    -   an indication of the employee's title, department or other        descriptive data (as general background information of use to        incoming callers)    -   (for when the employee is not present) an indication the        employee's expected date and time of return    -   (for when the employee is not present) a description of the        nature of his absence (on lunch break, maternity leave, sick        leave, or vacation; working at another store; and so forth)    -   (for when the employee is not present) an indication of an        alternative individual that callers might connect with in the        employee's absence, along with any necessary instructions (e.g.,        extension number) for contacting that alternative individual    -   an indication of how the database entry was arrived at (from        time clock input, from the employee's use of a cash register,        from the employee's history of making an outgoing telephone call        from an extension reserved for that employee, from a history of        log-ins to the enterprise's computer network using that        employee's private password, subsequent logouts from the        enterprise's computer network, and so forth)    -   a history of recent incoming telephone calls to the employee's        extension that have gone unanswered    -   other information that may be of use to the incoming caller,        store management, data systems analysts who design or maintain        the information and programming for monitoring server 102 and        database 105, and so forth.

Of course, less than all of this information may be destined forpresentation to the customer that is calling. Programming withinmonitoring server 102 reserves some information, such as an employee'soverall vacation schedule, for internal use, protecting it fromdisclosure to outside entities (customers).

More generally, programming within monitoring server 102 providesselectivity on which status information is provided to which customers.For example, based on the calling telephone number received through“Caller ID” services, monitoring server 102 provides more information toa recognized number (trusted caller) than to an unrecognized number(less trusted caller). An index of trusted callers (based on, forexample, calling party number (CPN) numbers or passwords) is maintainedin monitoring server 102 or in database 105. The index associates entityidentifiers with an authorization level of corresponding entities(customers). Monitoring server 102 consults the index when an incomingcall is received, and retains a caller's level of trustworthiness toaffect the choice of which messages may be sent to the caller. Theserver qualifies the communication of the target's status to the entitybased on the indicated authorization level of the entity.

Referring again to FIG. 1A, monitoring server 102 includes an array ofinterfaces collectively indicated as element 103. Each interface isconnected to a respective sensing device 111 . . . 119. Sensing devices111 . . . 119 provide monitoring server 102 with sensing informationindicating the employee's activity (or lack of activity) as it relatesto his presence (or absence) in the employee's target range 110.

Monitoring server 102 may obtain sensing information from sensingdevices 111 . . . 119 by an suitable communication arrangement. Forexample, the monitoring server may periodically poll the sensing devices111 . . . 119 to obtain sensing information that may be accumulating inthe sensing devices. Alternatively, the sensing information may beobtained using an interrupt scheme, in which a sensing device interruptsthe monitoring server only when it has new or additional sensinginformation to report. As a further alternative, a polling arrangementmay be provided on some sensing devices and an interrupt scheme may beemployed by other sensing devices.

In an application in which target site 100 is a retail store such as ahardware store, target range 110 is an abstract designation that mayconstitute the area in which the employee is expected to roam while hemay still be expected to be contacted by a customer on, for example, acorded telephone 108 or a cordless communication device 109. The targetrange 110 may be defined as:

-   -   the entire hardware store (target site 100)    -   (as illustrated in FIG. 1A by way of non-limiting example) only        a part of the store, such as: the plumbing department; all areas        of the hardware store except management offices and data        processing divisions; and so forth    -   an area extending beyond the store (such as when the employee is        in the parking lot but accessible by a cordless telephone 109).

Devices 111-119 are termed “sensing” devices because they participate inmonitoring the presence of employees. However, in general, the devicesfirst serve a primary purpose that is distinct from the sensing thatthey perform secondarily. For example, sensing devices may include:

-   -   a cash register 111 that tells the monitoring server 102 when a        given employee has opened the cash register with an        employee-specific key, key card, password, or the like.    -   a computer terminal 112 that primarily allows the employee to        place orders or access the enterprise network or global        Internet, and which tells the monitoring server 102 when a given        employee has used the computer terminal using an        employee-specific password, access code, or the like.    -   a time clock 113 that primarily records the time of arrival and        departure of the employee, and which provides arrival and        departure information to the monitoring server.    -   a push button device 114 that an employee may affirmatively push        to indicate his presence to the monitoring server; a keyboard        constitutes a more sophisticated push button device that allows        the employee to be more specific as to the time and place of his        presence or absence (e.g., temporarily in the lumber yard,        leaving temporarily on a delivery, and so forth).    -   a proximity sensor 115 that uses appropriate technology, such as        infrared sensors, wireless communications, or optical sensors in        an employee's office or work area, or weight sensors in the        employee's chair, and so forth, to passively sense the        employee's presence and report it to the monitoring server; the        employee does not have to take action to affirmatively or        purposefully indicate his presence.    -   a further device 119 that communicates information to the        monitoring server, other than those specifically enumerated        above. For example: wireless phone usage, wireless pager        activation, electronic calendar usage, and so forth.

Most devices communicate the employee's presence information“implicitly,” that is, in addition to their primary function as a cashregister 111, computer terminal 112, time clock 113, and so forth. Withimplicit communication devices, the employee does not have toaffirmatively take action to indicate his presence, but may merely goesabout his job using the devices according to their primary function.Implicit communication devices have the advantage that the employee doesnot have to possess the attitude and memory needed to timely communicatehis presence.

The embodiment also envisions devices that communicate an employee'spresence information “explicitly,” that is, devices that communicate theemployee's presence information as their primary function. Push button(keyboard) 114 is one such explicit presence information communicationdevice. An employee must affirmatively decide to push the button (or usethe keyboard) to communicate his presence at a given time and place, anapproach that is more subject to human error or negligence than theimplicit communication devices outlined above.

It is envisioned that one, or more than one, sensing devices may bepresent in a given installation. Programming within monitoring server102 interprets the input from the sensing device(s) 111-119, and maygive different weight or intelligent interpretation to the variousinputs to arrive at a conclusion as to the employee's presence orabsence. For example, if on Wednesday afternoon the monitoring server'smost recent input concerning an employee was his punching in at a timeclock at 8 a.m. the previous Friday without a subsequent punching out,along with analysis of the employee's scheduled vacation beginning thefollowing Monday, the monitoring server can conclude that the employeeis in fact absent despite the fact that he did not punch out.

FIG. 1B illustrates a second embodiment of a presence indicationarrangement, one involving an internet protocol (IP) interface betweenan outside network (such as the global Internet) and a target site's IPPBX. FIG. 1B differs from FIG. 1A in that PBX 101A is replaced by IP PBX101B. Also, IP PBX communicates directly with the Internet 133 via aninternet protocol (IP) connection rather than with a public switchedtelephone network (PSTN) 143 via a PRI connection. The modifiedarchitecture merely alters the manner in which communication devices131, 414, 151, and so forth, communicate with the target site. Thus,FIGS. 1A and 1B collectively demonstrate that a variety of networkarchitectures are envisioned, especially with respect to the manner inwhich the outside entity (customer) communicates with the target site(enterprise or store).

The hardware architecture illustrated FIGS. 1A and 1B should not limitthe invention. For example, it is envisioned that the PBX could be acentrex located off the enterprise's location (target site 100).Further, database 105 may be implemented as an integral part ofmonitoring server 102 rather than as a element separate from it.

More generally, the functions of one or more of the PBX 101A (or IP PBX101B), monitoring server 102, interfaces 103, messaging system 10, anddatabase 105 may be integrated within a single unit, such as a messagingappliance 106. Here, the term “appliance” does not imply small size,limited functionality, or inflexible functionality. One or more sensingdevices may be integrated into the messaging appliance, though not shownspecifically in FIGS. 1A, 1B. Unit 106 may be implemented as a personalor desktop computer or server (such as for homes or small enterprises)or larger computing devices or networked computing devices (such as forlarger enterprises). Such apparatus incorporate appropriate interfacesand programmed functionality that have described herein with respect toembodiments having separate elements.

Accordingly, the particular architecture that is presented in FIGS. 1Aand 1B for purposes of explanation of operation should not limit thescope of the invention.

FIG. 2 is a flowchart illustrating an embodiment of a method forindicating the presence or absence of a target such as an individual, anembodiment that may be implemented on, for example, the architectures ofFIGS. 1A and 1B.

Block 200 indicates initiation of the process.

Block 202 indicates how the voice messaging system 104 answers anincoming customer call through PBX 101A or 1P PBX 101B, and plays agreeting or other announcement.

Block 204 indicates how the voice messaging system 104 prompts thecustomer for the name of the desired employee (or other identifyinginformation such as the employee's extension number), and receives thecustomer's response. The ability to prompt callers and interpret theirresponse, using touch-tone technology or voice recognition techniques,is known in the art and need not be described in further detail.

Block 206 indicates that monitoring server 102 uses the voice messagingsystem's indication of the employee being called, and checks database105 for information as to the called employee's “status.” The statusinformation may constituting a simple indication of his presence orabsence, or it may involve more complex information as described above,with reference to database 105.

Block 208 indicates how monitoring server 102 makes a decision as towhether the called employee is present. If the called employee is deemednot to be present, then control passes to block 218, described below.However, if the called employee is deemed to be present, then controlpasses to block 210.

Block 210 indicates how the monitoring server 102 causes the employee'sextension to ring, using PBX/IP PBX 101A/101B and/or voice messagingsystem 104, depending on the particular implementation chosen. Block 210may also involve other attempts to contact the employee, such as by anautomated paging system.

Block 212 indicates how the PBX/IP PBX 101A/101B and voice messagingsystem determine if the employee's extension has been answered after agiven number “X” of rings.

If the employee's extension is answered quickly enough, then controlpasses to block 214 which indicates that the employee's extension isconnected to the calling customer. Block 216 indicates termination ofthe process.

However, if it is determined that the employee's extension was notanswered quickly enough, then control passes to block 218.

Block 218 indicates how voice messaging system 104 plays an outgoingmessage indicating that the employee's extension was not answered,supplementing it with additional personal presence information thatexplains the situation to the user. For example, one message mayinclude: “Mr. Smith has not answered his extension, but is believed tobe at work today until 5 p.m. You may leave Mr. Smith a message afterthe tone or dial 0 for a live operator.” Such messages may be controlledon a call-by-call basis by the monitoring server 102; alternatively theymay be preprogrammed into the voice messaging system 104.

Block 220 indicates how the voice messaging system records any messagethat the customer chooses to leave for the employee.

Block 216 indicates termination of the process.

Of course, those skilled in the art will recognize that the method ofFIG. 2 may be performed on systems with architectures that differ fromFIGS. 1A and 1B.

Also provided, for the methods described herein, are computer programproducts (such as storage media) storing program instructions forexecution on a computer system having at least one data processingdevice, which instructions when executed by the computer system causethe computer system to perform the methods described herein.

Further provided are systems for performing the methods describedherein, the systems including at least one data processing element.Generally, these elements may be implemented as any appropriatecomputer(s) employing technology known by those skilled in the art to beappropriate to the functions performed. The computer(s) may beimplemented using a conventional general purpose computer programmedaccording to the foregoing teachings, as will be apparent to thoseskilled in the computer art. Appropriate software can readily beprepared by programmers based on the teachings of the presentdisclosure. Suitable programming languages operating with availableoperating systems may be chosen.

General purpose computers may implement the foregoing methods, in whichthe computer housing may house a CPU (central processing unit), memorysuch as DRAM (dynamic random access memory), ROM (read only memory),EPROM (erasable programmable read only memory), EEPROM (electricallyerasable programmable read only memory), SRAM (static random accessmemory), SDRAM (synchronous dynamic random access memory), and Flash RAM(random access memory), and other special purpose logic devices such asASICs (application specific integrated circuits) or configurable logicdevices such GAL (generic array logic) and reprogrammable FPGAs (fieldprogrammable gate arrays).

Each computer may also include plural input devices (for example,keyboard, microphone, and mouse), and a display controller forcontrolling a monitor. Additionally, the computer may include a floppydisk drive; other removable media devices (for example, compact disc,tape, and removable magneto optical media); and a hard disk or otherfixed high-density media drives, connected using an appropriate devicebus such as a SCSI (small computer system interface) bus, an EnhancedIDE (integrated drive electronics) bus, or an Ultra DMA (direct memoryaccess) bus. The computer may also include a compact disc reader, acompact disc reader/writer unit, or a compact disc jukebox, which may beconnected to the same device bus or to another device bus.

The arrangement provides at least one computer readable medium. Examplesof computer readable media include compact discs, hard disks, floppydisks, tape, magneto optical disks, PROMs (for example, EPROM, EEPROM,Flash EPROM), DRAM, SRAM, SDRAM.

Stored on any one or on a combination of computer readable media issoftware for controlling both the hardware of the computer and forenabling the computer to interact with other elements, to perform thefunctions described above. Such software may include, but is not limitedto, user applications, device drivers, operating systems, developmenttools, and so forth.

Such computer readable media further include a computer program productincluding computer executable code or computer executable instructionsthat, when executed, causes a computer to perform the methods disclosedabove. The computer code may be any interpreted or executable code,including but not limited to scripts, interpreters, dynamic linklibraries, Java classes, complete executable programs, and the like.

From the foregoing, it will be apparent to those skilled in the art thata variety of methods, systems, computer programs on recording media, andthe like, are provided.

The foregoing description provides support for an arrangement forindicating a status of a target to an entity (131, 141, 151 . . . ) thatattempts to communicate with the target. The arrangement may include atleast one sensing device (111-119) configured to provide sensinginformation concerning the target's status in response to an action ofthe target with respect to the sensing device (111-119). The arrangementmay also include a monitoring device (102), configured to receive thesensing information from the at least one sensing device (111-119), andto govern communication to the entity of the target's status, the statusdescribing at least the target's present and future ability tocommunicate with the entity.

The target may be a person; the status may include an indication ofwhether the person is present or absent; a particular sensing device(such as 111, 112, 113) may be configured to perform both (A) a primaryfunction that is not related to providing the sensing information, and(B) a secondary function of providing the sensing information; and theparticular sensing device (such as 111, 112, 113) may provide thesensing information in response to the person's use of the particularsensing device (such as 111, 112, 113) to perform the particular sensingdevice's primary function, so that the person does not have toexplicitly perform any purely presence related action in order to causethe particular sensing device to communicate the sensing information.

The particular sensing device may be one of a group including a cashregister (111), a computer terminal (112), and a time clock (113).

The arrangement may further include a database, operatively connected tothe monitoring device, and configured to store status informationconcerning the target.

The database may be configured to store status information from a groupincluding an indication of the person's presence or absence; a summaryof the person's general work schedule; an indication of the employee'stitle, department or other descriptive data; an indication the person'sexpected date and time of return; a description of the nature of theperson's absence; an indication of an alternative individual thatcallers might connect with in the employee's absence; an indication ofhow the database entry was arrived at; and a history of recent incomingcalls to the employee's extension that have gone unanswered.

The target may be a person; the status may include an indication ofwhether the person is present or absent; a given sensing device (such as114, 115) may be dedicated to only providing the sensing information tothe monitoring device; and the person must explicitly perform apresence-related action in order to cause the given sensing device toprovide the sensing information.

The given sensing device may be a person-operated device (114) requiringan explicitly presence-related action to be performed by a person inorder to provide the sensing information, and the person-operated device(114) may be from a group including a touch-screen, a push-button, and akeyboard.

The given sensing device may be a proximity sensor configured topassively sense a physical presence of the person without the person'sexplicit performance of any explicitly presence-related action, and theproximity sensor may be from a group including an infrared detector, anoptical detector, and a weight detector.

The monitoring device (102) may include a qualifying portion configuredto consult an index that associates entity identifiers with anauthorization level of corresponding entities, and to qualify thecommunication of the target's status to the entity based on theindicated authorization level of the entity.

The foregoing description further supports a method of indicating astatus of a target to an entity (131, 141, 151 . . . ) that attempts tocommunicate with the target. The method includes automatically providingsensing information concerning the target's status in response to anaction of the target with respect to a sensing device (111-119), and,based on the sensing information from the at least one sensing device(111-119), governing communication to the entity of the target's status,the status describing at least the target's present and future abilityto communicate with the entity.

The target may be a person; the status includes an indication of whetherthe person is present or absent; a particular sensing device (such as111, 112, 113) may be configured to perform both (A) a primary functionthat is not related to providing the sensing information, and (B) asecondary function of providing the sensing information; and theproviding step may include providing the sensing information in responseto the person's use of the particular sensing device (such as 111, 112,113) to perform the particular sensing device's primary function, sothat the person does not have to explicitly perform any purely presencerelated action in order to cause the particular sensing device tocommunicate the sensing information.

The target may be a person; the status includes an indication of whetherthe person is present or absent; a given sensing device (such as 114,115) is dedicated to only providing the sensing information to themonitoring device; and the providing step may include providing thesensing information in response to an explicitly presence-related actionthat the person must perform in order to cause the given sensing deviceto provide the sensing information.

The method may further include accumulating sensing information to formstatus data that is stored in a database; and using the status data fromthe database to govern communication of the target's status to theentity.

The method may further include consulting an index that associatesentity identifiers with an authorization level of correspondingentities; and qualifying the communication of the target's status to theentity based on the indicated authorization level of the entity.

The foregoing description further supports a computer program productincluding computer executable code or computer executable instructionsthat, when executed, causes a computer to perform the governing steps ofthe methods described above.

The foregoing description further supports a system configured toperform the methods described above.

Many alternatives, modifications, and variations will be apparent tothose skilled in the art in light of the above teachings. For example,the relative location of elements such as servers, databases PBXs, voicemessaging systems and sensing devices may be varied while remainingwithin the scope of the present invention. Likewise, the steps involvedin methods described herein may be implemented in a manner differentthan as described above. Moreover, it is recognized that elements may belocated at different relative locations than as specifically disclosedherein. Further, use of various sensing devices other than thosementioned above, lies within the contemplation of the invention. It istherefore to be understood that within the scope of the appended claimsand their equivalents, the invention may be practiced otherwise than asspecifically described herein.

1. A system for indicating a status of a target to an entity that attempts to communicate with the target, the system comprising: at least one sensing device configured to provide sensing information concerning the status of said target in response to an action of the target with respect to the at least one sensing device; and a monitoring device, configured to receive the sensing information from the at least one sensing device, and to govern communication to the entity of the status of said target, the status describing at least one of: a present ability, or a future ability of said target to communicate with the entity, wherein: the target comprises a person; the status comprises an indication of whether the person is present or absent; one of said at least one sensing device is dedicated to only provide the sensing information to the monitoring device; the person performs a presence-related action in order to cause the one of said at least one sensing device to provide the sensing information; and the one of said at least one sensing device comprises a proximity sensor configured to passively sense a physical presence of the person without an explicit performance of a presence-related action by the person, the proximity sensor comprising at least one of: an infrared detector, an optical detector, or a weight detector.
 2. The system of claim 1, wherein: another one of said at least one sensing device is configured to perform both a primary function that is not related to providing the sensing information, and a secondary function of providing the sensing information; and the another one of said at least one sensing device provides the sensing information in response to a use by the person of the another one of said at least one sensing device to perform the primary function of the another one of said at least one sensing device, so that the person does not have to explicitly perform a presence-related action in order to cause the another one of said at least one sensing device to communicate the sensing information.
 3. The system of claim 2, wherein the another one of said at least one sensing device comprises at least one of: a cash register, computer terminal, or a time clock.
 4. The system of claim 2, further comprising: a database, operatively connected to the monitoring device, and configured to store information concerning the target.
 5. The system of claim 4, wherein said information comprises at least one of: an indication of a presence or an absence of the person; a summary of a general work schedule of the person; an indication of a title of the person, a department of the person or a descriptive data of the person; an indication of an expected date and a time of return of the person; a description of a nature of absence of the person; an indication of an alternative individual that callers might connect with in an absence of the person; an indication of how a database entry was arrived at; and a history of recent incoming calls to an extension of the person that have gone unanswered.
 6. The system of claim 1, wherein the monitoring device comprises: a qualifying portion configured to consult an index that associates entity identifiers with an authorization level of corresponding entities, and to qualify the communication of the status of the target to the entity based on the indicated authorization level of the entity.
 7. A method of indicating a status of a target to an entity that attempts to communicate with the target, comprising: automatically providing sensing information concerning the status of the target in response to an action of the target with respect to at least one sensing device; and based on the sensing information from the at least one sensing device, governing communication to the entity of the status of the target, the status describing at least one of: a present ability or a future ability of the target to communicate with the entity, wherein: the target comprises a person; the status comprises an indication of whether the person is present or absent; one of said at least one sensing device is dedicated to only provide the sensing information to the monitoring device; the person performs a presence-related action in order to cause the one of said at least one sensing device to provide the sensing information; and the one of said at least one sensing device comprises a proximity sensor configured to passively sense a physical presence of the person without an explicit performance of a presence-related action by the person, the proximity sensor comprising at least one of: an infrared detector, an optical detector, or a weight detector.
 8. The method of claim 7, wherein: another one of said at least one sensing device is configured to perform both a primary function that is not related to providing the sensing information, and a secondary function of providing the sensing information; and the secondary function of providing comprises providing the sensing information in response to a use of the another one of said at least one sensing device by the person to perform the primary function of the another one of said at least one sensing device, so that the person does not have to explicitly perform a presence-related action in order to cause the another one of said at least one sensing device to communicate the sensing information.
 9. The method of claim 7, further comprising: accumulating sensing information to form status data that is stored in a database; and using the status data from the database to govern communication of the status of the target to the entity.
 10. The method of claim 7, further comprising: consulting an index that associates entity identifiers with an authorization level of corresponding entities; and qualifying the communication of the status of the target to the entity based on the indicated authorization level of the entity.
 11. The method of claim 8, wherein the another one of said at least one sensing device comprises at least one of: a cash register, computer terminal, or a time clock.
 12. A computer-readable medium having stored thereon a plurality of instructions, the plurality of instructions including instructions which, when executed by a processor, cause the processor to perform steps of a method of indicating a status of a target to an entity that attempts to communicate with the target, comprising: automatically providing sensing information concerning the status of the target in response to an action of the target with respect to at least one sensing device; and based on the sensing information from the at least one sensing device, governing communication to the entity of the status of the target, the status describing at least one of: a present ability or a future ability of the target to communicate with the entity, wherein: the target comprises a person; the status comprises an indication of whether the person is present or absent; one of said at least one sensing device is dedicated to only provide the sensing information to the monitoring device; the person performs a presence-related action in order to cause the one of said at least one sensing device to provide the sensing information; and the one of said at least one sensing device comprises a proximity sensor configured to passively sense a physical presence of the person without an explicit performance of a presence-related action by the person, the proximity sensor comprising at least one of: an infrared detector, an optical detector, or a weight detector.
 13. The computer-readable medium of claim 12, wherein: another one of said at least one sensing device is configured to perform both a primary function that is not related to providing the sensing information, and a secondary function of providing the sensing information; and the secondary function of providing comprises providing the sensing information in response to a use of the another one of said at least one sensing device by the person to perform the primary function of the another one of said at least one sensing device, so that the person does not have to explicitly perform a presence-related action in order to cause the another one of said at least one sensing device to communicate the sensing information.
 14. The computer-readable medium of claim 12, further comprising: accumulating sensing information to form status data that is stored in a database; and using the status data from the database to govern communication of the status of the target to the entity.
 15. The computer-readable medium of claim 12, further comprising: consulting an index that associates entity identifiers with an authorization level of corresponding entities; and qualifying the communication of the status of the target to the entity based on the indicated authorization level of the entity.
 16. The computer-readable medium of claim 13, wherein the another one of said at least one sensing device comprises at least one of: a cash register, computer terminal, or a time clock. 